HBB Customer Experience Lead at Airtel Nigeria

Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications services provider in Nigeria headquartered in Lagos, the commercial nerve-centre of Nigeria. The telco ranks amongst the top four mobile service providers in terms of subscribers with a customer base of more than 39.8 million. The company's product offerings include 2G, 3G and 4G wireless services, mobile commerce and enterprise services.

We are recruiting to fill the position below:

Job Title: HBB Customer Experience Lead

Job Identification: 423
Location: Lagos
Job Type: Full-time

Job Description

• To develop and lead customer lifecycle engagements across different touch points, to improve customer satisfaction, loyalty and minimizing Churn of HBB

Responsibilities
Increase Customer Satisfaction:

• Customer Experience Strategy: Develop and execute a comprehensive customer experience strategy for HBB customers, aligning with business objectives and customer needs.
• Develop and manage customer lifecycle framework (Home broadband)
• Monitor, analyze and minimize customer top complaints and pain points through executable activities.
• Voice of customer surveys
• Prepare scripts and best answers to our customer touch points.
• Streamline and align the CX activities between marketing & other departments.
• Offer validation
• Manage the execution of NPS quarterly, propose and implement proper activities to improve NPS

Maximize win-backs:

• Onboarding and Lifecycle Management: Design and implement effective onboarding processes, ensuring seamless customer transitions and setting the foundation for long-term loyalty. 
• Manage the customer lifecycle, identifying opportunities to upsell, cross-sell, and retain customers.
• Win-Back and Reconnection: Design and implement win-back campaigns to re-engage inactive customers and recover revenue. Develop strategies to reconnect with customers who have churned.
• Acquisition Decay Management: Analyze customer acquisition trends, identifying areas of decay and opportunities for improvement. Collaborate with acquisition teams to optimize customer acquisition processes and reduce decay rates
• Existing Base Decay reduction through tele calling dormant customers
• Acquisition Decay reduction through kindergarten programs
• Maintain a record of successful win back conversions 
• Create an incentive program for win backs productivity

Increase customer Value:

• Customer Insights and Feedback: Gather and analyze customer feedback, leveraging insights to inform customer experience improvements and drive business growth.
• Conduct Market Intelligence
• Digital channels Menu Enhancement i.e. IVR, USSD, MAA, Web for Home broadband products for easy discovery.
• Conduct Competitor analysis on Omni channel recharge and purchase transactions

People Management:

• Drive employee engagement for the team
• Manage the performance of the team to increase productivity
• Manage all internal and external stakeholders relevant for the execution of your duties,

Dimensions
Financial Dimensions:

• NPS
•  Win-backs 
• Re-connections
• Existing Base Decay Management
•  Acquisition Decay Management

Other Dimensions:

• No. of direct reports - 3

Qualifications
Educational Qualifications:

• Bachelor’s Degree in Marketing / Commerce / Marketing or related Degree
• Master’s in business administration/marketing/commerce is an added advantage

Relevant Experience & Functional / Technical Skills:

• Minimum of 7 years of work experience with ~ 3years of relevant experience in Telecom. 
• Of these years 2-3 years should be in Implementing successful CLM activities and managing customer cycle framework.
• A minimum of 3 years in Management role.
• Understanding of population demographics
• Sound understanding of generic Telco customer facing applications
• Extensive knowledge of telecom workflows to ensure effective integration on different product & system platforms
• Understanding and experience in systems integration

Other requirements:

• Delighting the customers 
• Entrepreneurial & Business acumen
• Innovation
• Strong technical aptitude & IT savvy
• Strong communication skills
• Good interpersonal skills
• Teamwork & Collaboration with stakeholder 
• Project Management Skills 
• Inductive Reasoning & Fluency of Ideas
• Highly Result Oriented believes in teamwork
• Customer Centric approach
• Strong analytical skills able to draw conclusions from data, management information and trends
• Proven Customer experience strategy development and execution.
• Excellent analytical, problem-solving, and communication skills
• Strong stakeholder management and collaboration skills
• Experience with customer feedback analysis and insight generation
• Proficient in CRM software and data analysis tools.

Application Closing Date
15th April, 2025; 05:00 PM.